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Problem Resolution and Follow-Up
原文:
It is imperative to follow up with the customer after problem resolution and make sure that everything was handled to the customer’s satisfaction, if at all possible.
What are the limits on ensuring customer issues are resolved?
Sometimes it is impossible to resolve the situation to a customer’s complete satisfaction. A computer that was involved in a power spike might be a total loss and may not be able to be repaired. A computer virus may infect and destroy sensitive data on a key project. Sometimes valuable items are broken or damaged badly in a shipment. The customer may have special sentimental attachment to certain items. Or, data that was lost because of a system failure may not have been stored anywhere else. Lost or damaged items may not be replaceable, or a new item may not have the same sentimental meaning as the one that was lost or damaged. Lost data may be very difficult to reproduce. These types of situations are just part of life.
If the situation cannot be resolved to the customer’s satisfaction, it is important to apologize for that and to express sympathy and empathy for the way that the customer is feeling at that point in time. Some examples might be:
翻譯:
解決問題後，必須與客戶保持聯繫，並確保一切可能的事情都得到客戶的滿意處理。
確保解決客戶問題有哪些限制？
有時無法解決這種情況以使客戶完全滿意。涉及電源峰值的計算機可能會造成全部損失，並且可能無法修復。計算機病毒可能感染並破壞關鍵項目上的敏感數據。有時，裝運中的貴重物品嚴重損壞或損壞。客戶可能對某些物品有特殊的情感依戀。或者，由於系統故障而丟失的數據可能沒有存儲在其他任何地方。丟失或損壞的物品可能無法更換，或者新物品可能與丟失或損壞的物品具有不同的情感含義。丟失的數據可能很難重現。這些情況只是生活的一部分。
如果無法解決這種情況以使客戶滿意，則必須為此道歉並表達對客戶當時感覺的同情和同情。一些示例可能是：
- I know how much you loved that car! I am so sorry it was totaled in that accident. I am just glad that you were not hurt.
我知道你對那輛車有多愛！我很抱歉那次車禍總共累了。我很高興你沒有受傷。
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I am so sorry that your favorite vase was broken during the move. I understand that it was your mother’s, and is not something that you can replace. We feel really bad about that.
很抱歉，您最喜歡的花瓶在搬家過程中被弄壞了。我知道那是您母親的花瓶，不是您可以更換的東西。對此我們感到非常遺憾。
- I know how disappointing it is that you’ve lost photos on your hard drive due to the lightning storm. I’m sorry that you’re going through this now. I know how much those photos must have meant to you; my photos of the trip I took with my family this summer mean more to me than I can say.
我知道您因雷雨而丟失了硬盤驅動器上的照片，這真令人失望。很抱歉您現在正在經歷此事。我知道那些照片一定對您意味著什麼；我的照片今年夏天我與家人的旅行中，對我來說意義重大，莫過於我能說的。
原文:
Always follow up with customers after repairs to verify that they are satisfied. This is a good approach for two reasons. First, the customer may be experiencing problems and would appreciate your indication that you are available to help rectify the problem. Second, the customer may have more business or a referral for you, because they were so happy with your performance. This is good customer service and also good business sense!
翻譯:
維修後請始終與客戶保持聯繫，以確保他們滿意。這是一個好方法，有兩個原因。首先，客戶可能遇到問題，希望您能幫助您解決問題。其次，客戶可能會對您有更多的業務或推薦，因為他們對您的表現非常滿意。這是良好的客戶服務，也具有良好的商業意識！
Keeping the Customer Informed <<
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